> Markdown version of [/jobs/ext/4129027-it-service-analyst-service-level](https://www.wearedevelopers.com/jobs/ext/4129027-it-service-analyst-service-level). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Analyst, Service Level - **Company:** Department for Transport - **Location:** Birmingham, UK (Remote available) - **Salary:** £32,027.0 - **Contract:** Permanent contract - **Skills:** Data Analysis, Performance Monitor, Tools for Reporting - **Published:** October 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e2a58f2a026cbe88 ## About the Role This is an excellent opportunity for someone who is organised, analytical and service-focused, with a keen eye for detail and the ability to communicate complex information clearly. In return, you'll have the opportunity to develop your skills, influence service performance, and help shape the delivery of digital services across the Department. Working as part of a talented team, at this role level, you will: * Have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations or, when appropriate, escalate or route them to IT resolver groups * Perform root cause analysis * Develop checklists for typical problems * Understanding of dashboards and reporting techniques, creating automated and manual reports to support the organisation * Recommend procedures and controls for problem prevention * Work independently, share information and assist others with requests for service, To be successful in this role you will need to have the following experience: * Service Reporting Experience in creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels, and supporting informed decision-making. * ITSM Tooling Experience in the use of IT Service Management (ITSM) tools to support service delivery, monitor performance, investigating issues and contributing to continual service improvement. * Reporting Tooling Experience in using reporting and dashboard tools to produce meaningful insights, communicate performance information, and support service improvements. * IT Service Management Knowledge Hold, or be willing to work towards, ITIL V4 or higher, or ISO20k accreditation, with an understanding of IT service management principles and best practice, This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills., Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (1000-word count). Please provide evidence of your Experience of the following: * Service Reporting Experience in creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels, and supporting informed decision-making. * ITSM Tooling Experience in the use of IT Service Management (ITSM) tools to support service delivery, monitor performance, investigating issues and contributing to continual service improvement. * Reporting Tooling Experience in using reporting and dashboard tools to produce meaningful insights, communicate performance information, and support service improvements. * IT Service Management Knowledge Have an understanding of IT service management principles and best practice ## Description Do you have an eye for detail and an interest in how digital services are performing? Can you turn information into clear reports that help teams make better decisions? Have you worked with ITSM tools, reporting tools or service performance data, or are you willing to develop your skills in this area? If so, we would like to hear from you. This is an exciting time to join the Digital, Information and Security Directorate within the Department for Transport as we restructure our directorate to ensure we are ready for future challenges, building a more sustainable, skilled and in-house capability. Turn data into insight. Turn insight into action. Help monitor service performance, identify trends, and support continuous improvement, ensuring colleagues across the Department for Transport receive effective and reliable digital services. Joining our department comes with many benefits, including: * Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here * 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday * Flexible working options where we encourage a great work-life balance. Read more in the Benefits section below! Find out more about what it's like working at Department for Transport Central - Department for Transport Careers and within the Government Digital and Data Profession., We are looking for an IT Service Analyst, Service Level, to help monitor, report on and improve digital services across the Department for Transport. Working within the Essentials Service Line, you will play an important role in ensuring colleagues have access to the tools, support and digital services they need to work effectively. As part of a collaborative team, you will analyse service performance data, produce reports and dashboards, and monitor performance against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). You will work closely with a range of stakeholders to identify trends, investigate issues, understand root causes and support continuous service improvement., Whilst we welcome applications from those looking to work with us on a part-time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week. This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements. The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation. Occasional travel to other offices will be required, which may involve overnight stays. If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details)., We'll assess you against these behaviours during the selection process: * Communicating and Influencing * Delivering at Pace * Managing a Quality Service, At interview stage, you will be assessed against the following Success Profile elements: * Behaviours – Communicating and Influencing, Delivering at Pace, Managing a Quality Service * Technical - Service Reporting The interviews will take place week commencing Monday 16th November 2026. Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change., As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as: * Hate speech or discriminatory behaviour * Threats or acts of violence * Illegal activity or substance misuse * Sexually explicit material * Extremist views or affiliations Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle - it’s about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly. For further information on National Security Vetting please visit the Demystifying Vetting website. Feedback Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a basic (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check . See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * UK nationals * nationals of the Republic of Ireland * nationals of Commonwealth countries who have the right to work in the UK * nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) * nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) * individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 * Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service